Handbook of Medical Office Communications: Effective Letters, Memos, and E-Mails

by American Medical Association

• ISBN13: 9781579476298
• ISBN10: 1579476295
• Edition: 1st
• Format: Nonspecific Binding
• Copyright: 2004-12-14
• Publisher: AMERICAN MEDICAL ASSOCIATION

Summary

Reference is designed for helping medical office staff in both patient-related and employee-related communications. Covers the process of planning, organizing, formatting, writing, composing, and editing the most frequently used documents in medical practice. Accompanying CD-ROM offers useful templates. Softcover. DNLM: Correspondence--Handbooks.

Table of Contents

Preface	xi
About the Author	xiii
About the Coker Group	xv
The Importance of a Well-Written Communication	1	(6)
Patient Relations and Satisfaction	1	(3)
Figure 1-1: Patient Satisfaction Pledge	2	(1)
Correlation of Patient Education to Patient Satisfaction	3	(1)
Obtaining Communication on Patient Satisfaction	3	(1)
Figure 1-2: We Care Card	4	(1)
Employee Relations and Satisfaction	4	(2)
Figure 1-3: Sample Welcome Letter	5	(1)
Conclusion	6	(1)
Endnote	6	(1)
The Letter and Memo Writing Process	7	(10)
Preparation	7	(2)
Overcoming Writer's Block	8	(1)
Figure 2-1: Defining a Response	8	(1)
Composition	9	(2)
Figure 2-2: Using an Outline	9	(1)
Figure 2-3: Mind Mapping Your Thoughts	10	(1)
Editing	11	(5)
Table 2-1: Reviewer's Checklist for the Writing Process	11	(1)
Strengthening Your Writing Style: When Less Is Better	12	(4)
Conclusion	16	(1)
Endnotes	16	(1)
The Professional Letter	17	(10)
Components	17	(6)
Letterhead	17	(1)
Figure 3-1: Letterhead	18	(1)
Date	19	(1)
Inside Address	19	(1)
Figure 3-2: Second Sheet	20	(1)
Salutation	21	(1)
Body of the Letter	22	(1)
Complimentary Closing	22	(1)
Signature Line	22	(1)
Options	23	(3)
Special Notations	23	(1)
Subject Line	23	(1)
Reference Initials	24	(1)
Enclosure Notation	24	(1)
Delivery Identification	24	(1)
Copy Notation	25	(1)
Postscript	25	(1)
Conclusion	26	(1)
The Format of a Professional Communication	27	(8)
Formats	27	(2)
Top Margins	28	(1)
Bottom Margins	28	(1)
Left and Right Margins	28	(1)
Vertical Alignment	28	(1)
Multiple-Page Letters	28	(1)
Styles	29	(1)
Extreme (Full) Block Format	29	(1)
Modified Block (Standard) Format	29	(1)
Modified Block (Indented) Format	29	(1)
Simplified Format	29	(1)
Readability	29	(3)
Figure 4-1: Extreme Block Letter	30	(1)
Figure 4-2: Simplified Letter	31	(1)
Conclusion	32	(3)
Envelopes, Labels, and Delivery	35	(14)
United States Postal Service	35	(11)
Delivery Address	35	(2)
Figure 5-1: Addressing an Envelope	37	(1)
Return Address	38	(1)
Simplified Addressing	39	(1)
Special Address Services (Ancillary Service Endorsements)	39	(1)
Table 5-1: Addressing Guidelines	39	(1)
Permits and Postage	40	(1)
Precanceled Stamps	41	(1)
Postage Meter	41	(1)
Permit Imprint	41	(1)
Figure 5-2: Postage From a Postage Meter	41	(1)
Figure 5-3: Permit Imprint Indicia	42	(1)
Additional Resources for Business Mailers	43	(1)
USPS Terminology	43	(2)
USPS Calendar	45	(1)
Special Delivery Options	45	(1)
Other Carriers	46	(1)
Conclusion	47	(2)
Common Letters	49	(14)
Introductions	49	(3)
Figure 6-1: Introduction Letter for a New Associate	50	(1)
Figure 6-2: Introduction Letter for a New Telephone System	51	(1)
Thank You	52	(1)
Requests	53	(2)
Figure 6-3: Letter of Request	54	(1)
Announcements	55	(1)
Marketing	55	(1)
Apology	56	(1)
Employment	57	(1)
Proposals	57	(1)
Request for Proposals	58	(1)
Credit Adjustments	59	(1)
Complaints	60	(1)
Collection	60	(1)
Sympathy	61	(1)
Conclusion	61	(2)
Effective Memos	63	(8)
Formats	63	(4)
Figure 7-1: Memo Notifying of a Meeting	64	(1)
Figure 7-2: Memo on Policy	65	(1)
Headings	66	(1)
Body of the Memo	66	(1)
Readability	67	(1)
Announcements	67	(1)
News	68	(1)
Meeting Notifications	68	(1)
Policies	68	(1)
Requests	69	(1)
Responses	69	(1)
Reminders	69	(1)
Conclusion	70	(1)
Effective Patient Communications	71	(10)
Information	72	(1)
Consent	72	(1)
Reminders	72	(1)
Other Examples	72	(5)
Figure 8-1: Sample Information Document	73	(1)
Figure 8-2: Sample Patient Informed Consent Form	74	(2)
Figure 8-3: Sample Information and Consent	76	(1)
Figure 8-4: Sample Reminder Card	77	(1)
Conclusion	77	(1)
Endnote	77	(4)
Figure 8-5: Sample Patient Information Letter	78	(1)
Figure 8-6: Sample Patient Education Document	79	(2)
Appropriate E-mail Use	81	(8)
Form	81	(1)
Etiquette	82	(1)
Function	82	(2)
Figure 9-1: Patient-Physician E-mail	84	(1)
Privacy	84	(1)
Instant Messaging	85	(2)
Figure 9-2: E-mail Correspondence Authorization Form	86	(1)
Figure 9-3: Physician-Staff Instant Messaging Communication	87	(1)
Conclusion	87	(1)
Endnotes	87	(2)
Appendix A Tips for Letter-writing Ease and Proficiency	89	(4)
Numbers	89	(1)
Commonly Mistaken Words	89	(1)
Names and Titles	90	(1)
Abbreviations for Forms of Address, Titles, and Academic Degrees	90	(1)
Religious Salutations	91	(2)
Appendix B Templates for Physician-related Employment Correspondences	93	(16)
Practice Opening for Associate	94	(1)
Practice Opportunity Form	95	(1)
Response to Inquiry Regarding Practice Opening	96	(1)
Unsolicited Application Rejection: Negative Response	97	(1)
Unsolicited Application Rejection: Positive Response	98	(1)
Invitation to Interview: Unstructured	99	(1)
Invitation to Interview: Structured	100	(1)
Postinterview Rejection: General	101	(1)
Postinterview Rejection: Specific	102	(1)
Past Employment and Training References Request	103	(1)
Confidential Reference Form	104	(1)
Past Employment Disclosure Authorization	105	(1)
Offer of Employment	106	(1)
Introduction to Staff	107	(1)
Introduction Letter for a New Associate	108	(1)
Appendix C Templates for Staff-related Employment Correspondences	109	(8)
Offer of Employment	110	(1)
Prior Employment Verification	111	(1)
Response Form	112	(1)
Reference Check	113	(1)
Reply Form	114	(1)
Notice to Staff Regarding New Hire	115	(1)
Orientation Introduction	116	(1)
Appendix D Templates for Human Resources-related Internal Practice Correspondences	117	(24)
Performance Appraisal: Improved	118	(1)
Performance Appraisal: Poor	119	(1)
Probationary Period: Successful Completion	120	(1)
Probationary Period: Unsuccessful Completion	121	(1)
Probation Period: Unsuccessful Completion With Extension of Probation	122	(1)
Disciplinary Action: Warning	123	(1)
Disciplinary Action: Reprimand	124	(1)
Disciplinary Action: Suspension	125	(1)
Termination: Without Cause, Immediate	126	(1)
Termination: Without Cause, With Two Weeks' Notice	127	(1)
Termination: Lack of Work or Downsizing	128	(1)
Restructuring of Practice	129	(1)
Cobra: Death of Employee	130	(1)
Cobra: Divorce or Legal Separation	131	(1)
Cobra: Employee With Medicare	132	(1)
Response to Request for Payout of Pension Benefits After Termination	133	(1)
Personal Policies	134	(1)
Unused Vacation	135	(1)
Overutilization of Benefits	136	(1)
Reference for Departing Employee: Favorable	137	(1)
Departing Employee: Verification of Dates of Service	138	(1)
Confidentiality Agreement	139	(1)
Confidentiality Agreement Form	140	(1)
Appendix E Templates for Other Human Resources-related Internal Practice Correspondences	141	(10)
Departing Physician	142	(1)
Sale of Practice	143	(1)
Practice Merger	144	(1)
Congratulations: Promotion Within Practice	145	(1)
Congratulations: Outside Award or Recognition	146	(1)
Condolences	147	(1)
Change of Location	148	(1)
Opening a Satellite Office	149	(2)
Appendix F Templates for Patient-directed External Practice Correspondences	151	(18)
Welcome to New Patient	152	(1)
Response to Patient With a Complaint	153	(1)
Condolences to Spouse on Death of Spouse	154	(1)
Condolences to Parent on Death of Child	155	(1)
Examination or Test Results: Normal/Negative	156	(1)
Examination or Test Results: Abnormal/Positive	157	(1)
Appointment Reminder Notice	158	(1)
Patient Satisfaction	159	(1)
Patient Satisfaction Survey	160	(1)
Payment Collection: Early Intervention	161	(1)
Payment Collection: Mid Intervention	162	(1)
Payment Collection: Nonresponse From Insurers (Letter to Patient)	163	(1)
Payment Collection: Late Intervention	164	(1)
Patient Financial Review Form	165	(1)
Patient Dismissal for Various Reasons	166	(1)
Announcing a New Health Care Provider to Patients	167	(1)
Opening a Satellite Office	168	(1)
Appendix G Templates for Insurance Company-directed External Practice Correspondences	169	(10)
Medicare: Administrative Law Judge Appeal	170	(1)
Medicare: Request for Review of Denied Claim	171	(1)
Medicare: US Department of Health and Human Services Appeals Board	172	(1)
Inadvertent Coding Error	173	(1)
Possible Termination of Participation Status	174	(1)
Directory Error	175	(1)
Lack of Timely Payments	176	(1)
Unidentified Payment(s)	177	(1)
Overpayments	178	(1)
Appendix H Templates for Drug Company-directed External Practice Correspondences	179	(8)
Establishing Visit Parameters	180	(1)
Samples, Instructions, or Literature	181	(1)
Sponsor of Charity or Event	182	(1)
Grant for Education in Health Care Careers	183	(1)
Free Prescription Medication for Needy Patients	184	(1)
Thank You	185	(2)
Appendix I Templates for Physician-directed External Practice Correspondences	187	(4)
Requesting Patient Consultation	188	(1)
Thank You for Patient Referral	189	(1)
Invitation to Speak	190	(1)
Appendix J Templates for Home Health Agency-directed External Practice Correspondences	191	(8)
Assuming Care	192	(1)
Orders to Be Followed	193	(1)
Transfer of Patient to Long-term Care	194	(1)
Care Complaint	195	(1)
Compliments on Care	196	(1)
Termination of Care	197	(1)
Request for Care	198	(1)
Appendix K Templates for Other External Practice Correspondences	199	(10)
Termination of Participation in HMO: Letter to Employers	200	(1)
Nonbinding Letter of Intent for Merger	201	(4)
Nondisclosure Agreement	205	(3)
Nonfulfillment of Obligations by Government Contractor: Letter to Legislator	208	(1)
Appendix L Templates for Correspondences Regarding the Opening of a Practice	209	(16)
Insurance: Requesting Information	210	(1)
Insurance: Requesting Participation Status	211	(1)
Seeking an Accountant	212	(1)
Seeking an Attorney	213	(1)
Seeking a Medical Management Consultant	214	(1)
Obtaining a State Medical License	215	(1)
Obtaining a City or County Business License	216	(1)
Obtaining a Drug Enforcement Administration (DEA) Certificate	217	(1)
Seeking Hospital Privileges	218	(1)
Requesting Subscriptions From a Central Sources	219	(1)
Requesting Bids for Copiers	220	(1)
Requesting Proposals for Computer Hardware or Software	221	(1)
Real Estate: Renting or Buying Office Space	222	(1)
Real Estate: Rental Agreement Modification	223	(2)
Appendix M Templates for Correspondences Regarding the Closing of a Practice	225	(20)
Notifying Employees	226	(1)
Notifying Patients	227	(1)
Notifying Hospitals	228	(1)
Notifying Colleagues	229	(1)
Notifying Insurance Companies	230	(1)
Notifying Lessor	231	(1)
Notifying Utilities	232	(1)
Notifying Professional Liability Insurer	233	(1)
Notifying Other Insurers	234	(1)
Notifying the Drug Enforcement Administration (DEA)	235	(1)
Notifying Specialty Board	236	(1)
Notifying Medical Societies	237	(1)
Records: Storage Inquiry	238	(1)
Records: Microfilm Inquiry	239	(1)
Records: Advisory to Patients on Disposition of Records	240	(1)
Uncollected Accounts: Billing Company or Collection Agency Inquiry	241	(1)
Uncollected Accounts: Patient Advisory	242	(1)
Terminating Subscriptions: From a Central Source	243	(1)
Terminating Services	244	(1)
Resources	245	(2)
Index	247